A patient services representative will take a message for your provider and will relay that to the doctor or his medical assistant. You will be contacted regarding your concerns. It is helpful if you call early in the day to allow us time to contact the doctor who may be in surgery or with patients in the clinic. If you have an alternate phone number, such as a cell phone, it is helpful if you leave that with the patient services representative.

6. What do I do if I need help from my doctor when the clinic is closed?

If our clinic is closed, you will be connected to our answering service. They will page the on-call provider, who will return your call. This should be used for urgent concerns. We ask that you save questions that are not of an urgent nature for regular business hours. Our regular hours are Monday – Friday, between the hours of 8:00 a.m. and 5:00 p.m., at either (360) 254-6165 or toll-free at (888) 254-6165. We are closed on New Years Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.

If you have any questions regarding your medical records, you can contact the medical records office directly at (360) 449-1141. Medical records staff is available from 8:00 a.m. to 4:30 p.m. to answer your calls. Release of information requests are processed within 15 business days. Rebound is no longer offering same-day requests or patient pickup at the office. Records can be either mailed or faxed to a requested party. You may fax requests to (360) 449-1146.

Release of Information:

At our front desk, the receptionist will ask you to fill out a Release of Information form and to show photo ID.

In order to mail X-rays or records, we need a complete address or fax number.

10. What is HIPAA, and how do you protect my personal information?

HIPAA stands for the Health Insurance Portability and Accountability Act of 1996. It was initially designed to ensure the portability of insurance when an individual makes a job change. Over the years, it has expanded to include many rules and regulations associated with privacy, transaction code sets, security, and unique identifiers.

Rebound is committed to protecting medical information about you. We create a record of the care and services you receive at the clinic. We need this record to provide you with quality care and to comply with certain legal requirements. We will not disclose your medical information unless you have given us permission, and you may revoke your permission in writing at any time.

For more detailed information, please refer to our Privacy Policy on our website or to our Notice of Privacy Practices, which can be found at any of our offices.

11. When should I contact your office if I have been referred to you by an emergency room doctor?

We encourage you to carefully read the instructions that the emergency department gave you and to follow these directions. If you have been advised to see a Rebound physician to follow up on your condition, you should contact our clinic for an appointment as soon as possible. We strongly encourage you not to wait until the day you are to be seen, as appointment times do fill up.